Microsoft Partner Conference 2004 1
Wei Yang ChuaDirector, Enterprise OperationsMicrosoft Asia Pacific Operations Center
Microsoft Partner Conference 2004 2
AgendaAgenda
• APOC Overview• Topics Covered in Operations Track• Vision for MS Operations &
Operations Strategies• FY05 Initiatives Summary
• APOC Overview• Topics Covered in Operations Track• Vision for MS Operations &
Operations Strategies• FY05 Initiatives Summary
Microsoft Partner Conference 2004 3
5 Operations Centers servicing customers worldwide
5 Operations Centers servicing customers worldwide
USOCNorth
AmericaGMT-8
European Ops Center
IrelandGMT
Asia Pacific Ops Center SingaporeGMT+8
OEM global Ops Center
U.S.GMT-8
Latin America Reg. Ops Center
U.S. (Miami)GMT -5
Microsoft WW OperationsMicrosoft WW Operations
Microsoft Partner Conference 2004 4
Advantages & Disadvantages of a Regional Operations CenterAdvantages & Disadvantages of a Regional Operations Center
Advantages•Shared Headcounts•Better Job
Refinement•Shared Fixed Costs:
– Warehouses– CD Stampers– Printing Plates– Systems
Advantages•Shared Headcounts•Better Job
Refinement•Shared Fixed Costs:
– Warehouses– CD Stampers– Printing Plates– Systems
Disadvantages• Distance• One Model Fit All• WW Infrastructure• Air Freights• Language Support
Disadvantages• Distance• One Model Fit All• WW Infrastructure• Air Freights• Language Support
Microsoft Partner Conference 2004 5
Role of A Regional Operations CenterRole of A Regional Operations CenterWorking with MS subs, provide operational support to 14
countries in the APJ region for:• Channel Partner Management & Support• Transaction Processing - Order Management &
Agreement Processing• Inquiry Management & Response• Channel Partner & Customer Support for Systems &
Tools (MVLS, MOET, Explore.ms)• Supply Chain – Demand Planning, Vendor
Management (manufacturing & Distribution) & Media Fulfillment
• Pricelist Publication• Program Maintenance & Launch• Call Center Support for Product Activation & SA
Benefits
Working with MS subs, provide operational support to 14 countries in the APJ region for:
• Channel Partner Management & Support• Transaction Processing - Order Management &
Agreement Processing• Inquiry Management & Response• Channel Partner & Customer Support for Systems &
Tools (MVLS, MOET, Explore.ms)• Supply Chain – Demand Planning, Vendor
Management (manufacturing & Distribution) & Media Fulfillment
• Pricelist Publication• Program Maintenance & Launch• Call Center Support for Product Activation & SA
Benefits
Microsoft Partner Conference 2004 6
APOC Organization
Total: 35Total: 35COMsCOMs + + CSMsCSMs (18)(18)Order Mgmt (10)Order Mgmt (10)PricingPricing (5)(5)Mgmt (1)Mgmt (1)ProjProj MgerMger ((--))Admin (1)Admin (1)
Total: 37Total: 37Forecasting/PlanningForecasting/Planning (10)(10)Manufacturing VAM (8)Manufacturing VAM (8)Distribution/Logistics (4)Distribution/Logistics (4)First Article Inspection (2)First Article Inspection (2)LicLic Fulfillment VAM (2)Fulfillment VAM (2)Biz Process (1)Biz Process (1)Intellectual Property PM (1)Intellectual Property PM (1)Mgmt (1)Mgmt (1)ProjProj MgerMger (1)(1)Taiwan Ops (4)Taiwan Ops (4)Korea Ops (3)Korea Ops (3)
Total: 34 Total: 34 LicLic ProcessingProcessing (15)(15)Program Mgmt (7)Program Mgmt (7)Tier 1 Support (3)Tier 1 Support (3)Order Mgmt (3)Order Mgmt (3)Services Billing (2)Services Billing (2)CustCust Care SAE (1)Care SAE (1)Mgmt (1) Mgmt (1) ProjProj MgerMger (1)(1)Admin (1)Admin (1)
Total: 24Total: 24Program MgmtProgram Mgmt (11)(11)VAMVAM (6)(6)MertMert processing (3)processing (3)Trade (2)Trade (2)Mgmt (1)Mgmt (1)ProjProj MgerMger (1)(1)
Total: 5Total: 5Mgmt (1)Mgmt (1)ProjProj MgerMger (4)(4)
Total: 1Total: 1Mgmt (1)Mgmt (1)
Diana Ngien Executive Asst
Patrick LungGeneral Manager
Daniel YueChannel Ops
Daniel WongSupply Chain
Chua Wei YangLicensing Ops
Vijaya SambnaniProgram Ops
Teddy LiuSpecial Projects
Yasutaka HiranoJ apan Ops Mgr
* - Indicated in ( ) are 31st Oct’03 headcount (Total141) supporting the particular function.
Henry KwangHenry KwangHenry KwangKC WeeKC WeeKC WeeJunie Schmidt
Junie Junie SchmidtSchmidt
Alvin Heng
Alvin Alvin HengHeng
Patrick Ko
Patrick Patrick KoKo
Sang Chin Khoo
Sang Chin Sang Chin KhooKhoo
Shirley Cheung/
Tin Leong Ang
Shirley Shirley Cheung/Cheung/
Tin Leong Tin Leong AngAng
Yuka Tomimoto
Yuka Yuka TomimotoTomimoto
Anne Kurian
Anne Anne KurianKurianNina ChowNina ChowNina ChowMichael
Goh
Michael Michael GohGoh
StanKaplita
StanStanKaplitaKaplitaHsinhan WuHsinhanHsinhan WuWuNancy
Perks
Nancy Nancy PerksPerks
MinoruKarasawa
MinoruMinoruKarasawaKarasawaKim SleeKim Kim SleeSleeVictor BahnaVictor Victor BahnaBahna
Bill Phleps /James
O’Connor
Bill Bill PhlepsPhleps //James James
OO’’ConnorConnor
David Warrick
David David WarrickWarrick
Angela Molgaard
Angela Angela MolgaardMolgaard
Paul Rellis
Paul Paul RellisRellis
DanBlock
DanDanBlockBlock
Reports ToReports To
APOCAPOC
Org Depth=7Org Depth=7Span of Control >5Span of Control >5
31-Oct-03
Actual FTE
APJ Channel Ops 35
APJ Commercial Supply Chain Ops 37
APJ Commercial Licensing Ops 34
APJ Programs Operations 24
APJ Commercial Site Services 11
(SPG 5, J apan Site Mgmt 1, GM Office 2 & HR 3)
Total APJ Commercial 141
Groups
HRHR FinanceFinance C&CC&C Ops Ops ServServC.OpsITC.OpsITH&E H&E OpsITOpsIT ITGITG--GNSGNS ITGITG--SAPSAP IDC IDC TaxTax HOPSHOPS XboxXbox
Microsoft Partner Conference 2004 7
APOC – Roles & ResponsibilitiesAPOC – Roles & Responsibilities
Patrick LungGeneral Manager, APOC
Diana NgienAdministrator
Wei Yang ChuaDirector,
Enterprise Operations
Teddy LiuDirector,
Special Projects Group
Daniel YueDirector, SMS&P &
Channel Operations
Vijaya SambnaniDirector, Program/CDDG
Operations & CPE
Daniel WongDirector, Supply Chain
Operations
(1) Enterprise Agreement(2) Select Agreement(3) Academic(4) Government(5) Services contracts &
billings for PSS Premier
(1) Partner (MSPP, MAPs, Rewards, Empower ISV, Learning Solutions)
(2) CDDG programs (MCP, MCT, Technet & MSDN)
(3) EDSG (MSDNAA, IT Academy, PIL Grants)
(4) End users (Direct Marketing Campaigns, Supplemental Parts, Marketing Events, Rebates)
(1) CFPP(2) System Builder Channel(3) MBS(4) Open Suite of Volume
Licensing(5) PIPC
(1) LAR(2) ESA
(1) Distributors(2) Software Advisors
(1) Partner & End-customers(2) Certification customers(3) IT Professionals
Yasutaka HiranoJapan Site Manager
(1) All VLO programs(2) All CFPP programs
(including H&E & Xbox)(3) All MBS fulfillment(4) All Partner, End-
customer & Developer programs
(5) PIPC (Manufacturing & Distribution)
(1) Six-Sigma(2) Product Activation
(1) Program Management(2) Systems (Licensing)(3) Business Process
Management (VLO non-Open)
(1) Program Management(2) Call center management(3) Business Process
Management
(1) Channel Management(2) Pricing(3) Systems (FPP & Open)(4) Business Process
Management (FPP & Open)
(1) Demand Planning(2) Manufacturing(3) Distribution(4) First Article Inspection(5) Fulfillment (VLO &
Programs)(6) Anti-piracy
(1) Six Sigma(2) Product Activation(3) Central Purchasing(4) Project Management
(1) On-site management of Japan-based operational staff
For Japan,(1) All VLO programs(2) All CFPP programs
(including H&E)(3) All MBS fulfillment(4) All Partner, End-
customer & Developer programs
(5) PIPC
Account Management
Functional Ownership
Programs
Microsoft Partner Conference 2004 8
Topics Covered in Operations TrackTopics Covered in Operations Track
• SA Benefits – Systems & Tools Enhancements
• Operations Annual Survey Results• Explore.ms Key Functions &
Reporting Capabilities• Licensing 6.3 Agreements• Pricing• Media Fulfillment
• SA Benefits – Systems & Tools Enhancements
• Operations Annual Survey Results• Explore.ms Key Functions &
Reporting Capabilities• Licensing 6.3 Agreements• Pricing• Media Fulfillment
Microsoft Partner Conference 2004 9
“Millions of Transactions – One Great
Experience”
“Millions of Transactions – One Great
Experience”
Vision for MS Operations & Operations StrategiesVision for MS Operations & Operations Strategies
• Improve on systems, processes and tools to create a Trustworthy Operation
• Focus and improve on Customer Partner Experience with Microsoft
• Improve on systems, processes and tools to create a Trustworthy Operation
• Focus and improve on Customer Partner Experience with Microsoft
Microsoft Partner Conference 2004 10
FY05 Initiatives SummaryFY05 Initiatives Summary1. Pricing Excellence
■ Historically, experience a lack of control on price points, discounts, pricing errors escaping to the channel, etc
■ Projects to establish policies, leadership, processes and systems
■ Started in FY04, gaining organizational momentum and funding
2. Program Excellence■ Simplify the customer relationship with Microsoft's
volume licensing program offerings■ Enhance external education and communication around
licensing■ Grow the value proposition of Software Assurance■ Materially improve licensing-specific customer
satisfaction
Microsoft Partner Conference 2004 11
FY05 Initiatives SummaryFY05 Initiatives Summary3. Commercial Contract Engine (CCE)
■ Next generation of processes and systems in the Licensing and Programs area
■ 2-3 year implementation plan■ Eliminate the frustrating purchase/transaction experience
and reduce long term costs.
4. Customer Connection Center (C3)■ Single destination for commercial customers on
Microsoft.com■ C3 linked to two primary Microsoft strategies
■ Broad Customer Connection■ Improved Customer & Partner Experience
Microsoft Partner Conference 2004 12
FY05 Initiatives SummaryFY05 Initiatives Summary5. Channel Operations Excellence
■ Systematically deciding the appropriate service and resource levels
■ The optimization of the channel operations model will be done via improvements in three core work streams:■ Introduce differentiated service offerings■ Create a more cost effective, scaleable operations model■ Redefine the channel and program management roles
6. Trustworthy Operations (Run the business)■ IT applications are highly available, reliable and secure■ Agreements and invoices routinely processed without delay
and without error■ We provide superior service to our clients and partners in the
regions.
Microsoft Partner Conference 2004 13
FY05 Initiatives SummaryFY05 Initiatives Summary7. Customer & Partner Experience
■ Improve customer and partner experience with Microsoft Operations through business process excellence
■ Using Predictive Indicators generated from the Voice of the Customer (VOC) intelligence to drive your/our business to positively increase CPE
Microsoft Partner Conference 2004 14
Our CPE CommitmentsOur CPE CommitmentsAt a Leadership Level
driving towards the same goal
NSat+7
At the Activity Level
driving Customer CPE issues using Conditions of Satisfaction, Voice of the Customer Data, Predictive Indicators, Regression
Analysis
– building a case for change,
focusing on quality data to
identify the ‘real’
issues
At a Leadership Level
driving towards the same goal
NSat+7
At the Activity Level
driving Customer CPE issues using Conditions of Satisfaction, Voice of the Customer Data, Predictive Indicators, Regression
Analysis
– building a case for change,
focusing on quality data to
identify the ‘real’
issues
CPE Team providing the tools, programs, services & passion to ENABLE the org to realise this objective.
CPE engrained in to our DNA. Customer Experience now becomes a DRIVER of business processes.
Building a culture Building a culture of accountability of accountability
from the customer from the customer perspectiveperspective
Microsoft Partner Conference 2004 15